Returns & complaints

Returns

We will always do our best to provide you with as much information as possible about a product and to ensure that you are satisfied with your purchase. Now it can of course happen that you are not satisfied with a product or that it does not work properly. Fortunately, as an online customer you always have a right of withdrawal of 14 days from the moment the order is in your possession.
Within this period it is of course also possible to simply get your money back. In this case you only need to fill in a small part of the RMA form. With visible signs of use, missing accessories or a missing packaging, you are no longer entitled to the full purchase amount. In this case you will receive a partial payment from us. This is always 70% of the original purchase amount. It is possible that the packaging of the product does not return completely in its original condition. In this case, we will not be difficult and you will receive the full purchase amount back.

During these 14 days, we ask you to handle the product and packaging with care. Please unpack the product as necessary to assess whether you wish to keep the product. If you are not satisfied and want to make use of this right of withdrawal, please return the product including all accessories in (as far as possible) original condition and packaging to Hero-Sat. 

Consumers are therefore entitled to a cooling-off period of 14 days after delivery of the product.

Some products are unfortunately exceptions to this rule. Hopefully you will understand that you cannot return these products:

– Purchases specially made to order (built-in and equipped with software)
– All modules and smart cards.
– Products that are mounted.

Return procedure

We have kept our return procedure as simple as possible. If you want to return your product, simply fill out our online return form and send your product. We will take care of the rest.

1. Make sure to enclose your invoice with the shipment.
2. Make sure you include a thorough description of the complaint.
3. Make sure that the product is returned complete.
4. Provide proper packaging.
5. Make sure to mention the e-mail and / or telephone number where you can be reached and any account number in connection with refunds.
6. Make sure you send your parcel with sufficient postage. 

The costs for returning are for your account. We will refund the amount to be refunded as soon as possible, but no later than 7 days after return

Repair

If you have problems with your product and would like us to repair it, we ask that you follow the same return procedure as above. Please indicate in the form that it is a repair and provide as much information as possible about the problem. You can also send photos to [email protected] stating your details. Always check our warranty conditions before requesting a return or repair.

Complaints

Despite the fact that we do everything we can to meet all your wishes, it is possible that you still have a complaint about our services. You can submit a complaint by e-mail or by post to our customer service department. We will review the complaint and try to resolve the complaint to everyone’s satisfaction. Send your complaint to:

Our postal address: 75, Shelton Street, Covent Garden, London, WC2H 9JQ or to our mail [email protected] We will process your complaints within 14 working days of receipt.